Ranjan Goswami (he/him/his) is Senior Vice President – Customer Experience Design. In this position, he leads Delta’s customer insights and product strategy efforts, working cross-functionally between the operating and commercial teams to ensure Delta’s delivery of a consistent and continuously improving industry-leading customer experience. By holistically overseeing Delta’s end-to-end physical, digital and people-enabled customer journey touchpoints, he leads near and long-term opportunities to drive customer preference for the airline. Most recently, Ranjan was instrumental in developing and executing Delta’s industry-leading commitment to bringing fast, free Wi-Fi to its entire global fleet. Moreover, he has been pivotal in rolling out Delta Sync as part of the onboard Wi-Fi experience, which is delivering digital experience benefits to SkyMiles members.
Ranjan has held several leadership roles at Delta. Prior to Customer Experience Design, he was Vice President, In-Flight Field Operations, where he led the day-to-day safety, operational and customer service performance of Delta’s more than 21,000 flight attendants, supervisory, and administrative personnel spanning 14 U.S. bases, including during the COVID-19 pandemic. Ranjan also oversaw the development of In-Flight policy and procedures to help ensure the safety and security of Delta customers and flight attendant crews.
Previously based in Los Angeles, Ranjan was the Vice President, Los Angeles & Sales – West, and oversaw commercial strategy and customer experience for Delta’s largest West Region hub at LAX, including: the airline’s growth to nearly 180 daily flights serving 70 destinations; its community, civic and public engagement; and its $2B+ plan for the Delta Sky Way at LAX, which modernized and upgraded Terminals 2 and 3 and connected them to the Tom Bradley International Terminal. In May 2017, Ranjan helped lead Delta’s relocation at LAX, in which 40% of the airport’s daily flights switched terminals to enable Delta’s move from Terminal 5 to Terminals 2 and 3.
Additionally, Ranjan led Delta’s corporate and travel management company sales organization in the Western and Midwestern U.S., including managed sales for Delta’s joint venture partners, Aeromexico, Air France, KLM, Alitalia, Virgin Atlantic and Virgin Australia.
Ranjan has served as Delta’s Managing Director – National Account Sales, overseeing sales in the West. Earlier in his career at Delta, Ranjan was Director – eCommerce Commercial, improving delta.com and expanding digital merchandising, as well as Director – Customer Experience Planning and Development, where he established and delivered Delta’s global product and customer experience strategy through its merger integration with Northwest Airlines. He started his career in domestic and international Network Planning.
Ranjan earned a Master of Arts and Bachelor of Arts from Yale University, both in Political Science. Ranjan is a native of Hong Kong and resides with his partner in Atlanta.
